Terrible service by AF Consultants

My claim was received on 23/03/2021, confirmed by SMS. On 14/04, I call in and this lady tells me all is in order, they will pay out the claim within 2weeks. If I don't get any money, I should follow up. No money, so I follow up on 28/04 Only to be told it will take another 4-6 weeks, as they have disinvested the funds and now have to apply for a tax directive, and that according to the notes on my file, I was only to follow up within two weeks, not get paid out. The consultant was very arrogant and wanted to know whom I spoke to etc. I told him it is not my problem if he's colleagues give incorrect info, I have made arrangements as I was told my money will be paid out. Today, I followed up again, only to be told the claim is being processed, they will be applying for the tax directive SOON. How many times do they need to apply, or are they simply just lying and shifting the blame?